The new solution integrates calls, digital interactions and user information provided by CRM applications, allowing a better customer experience thanks to Artificial Intelligence
Avaya OneCloud for Service Cloud arrives, a solution available on the Salesforce AppExchange that allows you to connect Avaya OneCloud to Salesforce Service Cloud, with the aim of improving voice and artificial intelligence services. Service Cloud integration combines voice, digital channels, and customer information into a single point of access for customer service reps.
Enterprises can now connect their existing phone solutions to Service Cloud with the Service Cloud Voice offering for telephony partners to create a unified experience for users, whether they interact with agents or with the digital channel, so they can achieve faster service. smarter and more personalized. Integrated directly with Salesforce Service Cloud, Avaya OneCloud for Service Cloud is currently available on AppExchange, the enterprise cloud marketplace that boasts more than 9 million installations. Improving the quality of the experiences offered during the customer journey for many companies has become a decisive factor in differentiating themselves from the competition and increasing customer loyalty.
Avaya OneCloud for Service Cloud, part of the Avaya OneCloud CCaaSportfolio, is designed to provide contact center operators with a comprehensive set of tools to deliver enhanced customer service. The new Avaya OneCloud for Service Cloud solution complements Avaya’s portfolio of contact center solutions by delivering greater customer engagement powered by artificial intelligence. “Technologyis constantly evolving and has made possible new ways to engage customers: it’s no longer just about offering a service, but about creating experiences, ” comments Eric Rossman, Avaya VP, Technology Partners and Alliances.
“Avaya continues to expand its ecosystem of technology partners who have adopted Avaya OneCloud globally. Our platform is extending the capabilities and value offered to businesses looking to use communication and collaboration apps to create better experiences for customers and employees.” “AvayaOneCloud is an indispensable integration to the Service Cloud ecosystem, “emphasizes Patrick Beyries, VP of Product Management, Service Cloud.
“Theexpansion of Service Cloud Voice to partner telephony services enables customers to integrate the voice experience natively within the agent workspace, enriching it with CRM data and with processes and voice intelligence.”